Keeper API website load time and API errors in US region

Incident Report for Keeper Status Page

Postmortem

On Tues, Sept 24 at 6:06AM PDT, the DevOps Engineering team started receiving notifications regarding API slowness and HTTP 504 errors coming from the Keeper AWS infrastructure. After an investigation, it was determined that our NGINX instances were throwing the errors due to an overload of network traffic. It was then determined that the network traffic increase was caused by an update to the Keeper Desktop application which was published on Monday, the day before. The DevOps team scaled the AWS infrastructure several times over the period of 60 minutes to address the issue. The issue was fully stabilized and resolved by 7:20AM PDT.

After a full analysis of the product update process, the engineering team has decided to change the update mechanism of the Keeper Desktop application to utilize a new distributed content delivery network which does not impact the other Keeper AWS infrastructure. This change will be implemented over the next 2 weeks and in preparation of the next Keeper Desktop application update.

Posted Sep 24, 2024 - 16:42 PDT

Resolved

This incident has been resolved.

Posted Sep 24, 2024 - 07:43 PDT

Update

We are continuing to monitor for any further issues.

Posted Sep 24, 2024 - 07:34 PDT

Monitoring

A resolution has been rolled out - the team is monitoring system performance.

Posted Sep 24, 2024 - 07:28 PDT

Identified

Root cause has been identified and we are actively working on a resolution.

Posted Sep 24, 2024 - 07:07 PDT

Investigating

We are currently investigating reports of slow server response times and request timeouts

Posted Sep 24, 2024 - 06:43 PDT

This incident affected: Keeper Infrastructure (US Data Center) (Keeper Security Website (US), Keeper Web Vault (US), Keeper Admin Console (US)), Keeper Infrastructure (EU Data Center) (Keeper Web Vault (EU), Keeper Admin Console (EU)), and Keeper Infrastructure (GovCloud) (Keeper Web Vault (GovCloud), Keeper Admin Console (GovCloud)).